Job Specifications

  • LocationFalmouth, Greenville, Jacksonville,Florida, Maine, South Carolina
  • Published23 days ago, 2021-04-15T08:11:37Z
  • 2021-04-18Full Time

Small Business Debt Specialist

The Small Business Work Out Team Specialist is primarily responsible for promoting strong Customer relationships in a Call Center environment by providing quality Customer experience and collection activity, focusing on Small Business. Achieves a high level of success by understanding Customer needs and conducting oneself in a highly professional manner.


Bachelor's Degree preferred but not required
2 year degree or progressive work experience required
3+ years related experience required
Expert at telephonic communication required
Demonstrated excellent skills with full range of loss prevention and loss recovery techniques
Ensures effective and efficient processes are in place to manage the business and maintain day-to-day operations
Proven discipline to exhaust every available resource to minimize pre- or post-term losses/recoveries
Broad knowledge of collections policies and procedures and other relevant banking operations experience is required
Extensive negotiation and experience to deal with complex accounts
Demonstrated attention to detail and the ability to prioritize workload to meet department objectives efficiently
Excellent written and verbal communication skills
Proven ability to work cooperatively with peers and managers to bring accounts to favorable resolution while building a positive work environment
Proficient PC Skills including a strong competency in MS Excel, MS Office, MS Outlook
Capable of handling confidential information
Oversees and/or independently performs tasks from end to end
Works autonomously and is accountable for acting as a lead within a specialized business management function and may provide work direction to others
Ability to handle multiple tasks and processes effectively and efficiently
May interact with any hierarchy level up to executive leaders
  • Must be eligible for employment under regulatory standards applicable to the position.

  • Handles a large volume of outbound and inbound collection calls with a focus on small business collections
    Handles internal emails and communicates timely with internal and external customers around questions and concerns for small business accounts
    Evaluates and researches accounts thoroughly to determine the best approach to resolve each account
    Evaluates and selects appropriate solutions from established options and conveys the message to customers through written correspondence where appropriate
    Responsible for thoroughly and accurately documenting the progress made to each account
    Handles own workload, coordinates tasks and services with others
    Follows standardized procedures and practices; stays up to date and recommends opportunities to improve processes to streamline the workflow or improve any gaps; Uses communication skills to exchange technical or process information with composure and ensure underlying details are clarified
    Monitors customer delinquencies and secure payment through collection efforts
    Manages key relationships with internal (e.g. sourcing teams) and external stakeholders
    Acts as workout liaison between Small Business Banking and Lending Financial
    Additional responsibilities may be assigned at the Manager's discretion or as the business needs